Wait time as a driver of overall patient satisfaction in an ophthalmology clinic
Michael McMullen, Peter A NetlandDepartment of Ophthalmology, University of Virginia School of Medicine, Charlottesville, VA, USAPurpose: The purpose of this study was to determine whether the actual time patients spend waiting is correlated with overall patient satisfaction scores.Methods: This was...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Dove Medical Press
2013-08-01
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| Series: | Clinical Ophthalmology |
| Online Access: | http://www.dovepress.com/wait-time-as-a-driver-of-overall-patient-satisfaction-in-an-ophthalmol-a14108 |
| _version_ | 1818682155132256256 |
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| author | McMullen M Netl PA |
| author_facet | McMullen M Netl PA |
| author_sort | McMullen M |
| collection | DOAJ |
| description | Michael McMullen, Peter A NetlandDepartment of Ophthalmology, University of Virginia School of Medicine, Charlottesville, VA, USAPurpose: The purpose of this study was to determine whether the actual time patients spend waiting is correlated with overall patient satisfaction scores.Methods: This was a cross-sectional survey study conducted in an outpatient ophthalmology clinic. The actual time each patient waited to be called by the provider was recorded, and a survey was given at the end of the visit.Results: There was a significant correlation between the time patients spent waiting and overall patient satisfaction scores (P < 0.001). Patients who were not completely satisfied waited twice as long as those who were completely satisfied (P < 0.001), regardless of whether patients received free care. Satisfaction with the amount of time spent waiting was the strongest driver of overall satisfaction score.Conclusion: Minimizing the time patients spend waiting to see a provider can result in higher overall patient satisfaction scores, regardless of financial status.Keywords: patient satisfaction, quality of care, wait time, ambulatory care |
| first_indexed | 2024-12-17T10:14:21Z |
| format | Article |
| id | doaj.art-dadffa335f474f1ea684b75e191b5632 |
| institution | Directory Open Access Journal |
| issn | 1177-5467 1177-5483 |
| language | English |
| last_indexed | 2024-12-17T10:14:21Z |
| publishDate | 2013-08-01 |
| publisher | Dove Medical Press |
| record_format | Article |
| series | Clinical Ophthalmology |
| spelling | doaj.art-dadffa335f474f1ea684b75e191b56322022-12-21T21:52:57ZengDove Medical PressClinical Ophthalmology1177-54671177-54832013-08-012013default16551660Wait time as a driver of overall patient satisfaction in an ophthalmology clinicMcMullen MNetlPAMichael McMullen, Peter A NetlandDepartment of Ophthalmology, University of Virginia School of Medicine, Charlottesville, VA, USAPurpose: The purpose of this study was to determine whether the actual time patients spend waiting is correlated with overall patient satisfaction scores.Methods: This was a cross-sectional survey study conducted in an outpatient ophthalmology clinic. The actual time each patient waited to be called by the provider was recorded, and a survey was given at the end of the visit.Results: There was a significant correlation between the time patients spent waiting and overall patient satisfaction scores (P < 0.001). Patients who were not completely satisfied waited twice as long as those who were completely satisfied (P < 0.001), regardless of whether patients received free care. Satisfaction with the amount of time spent waiting was the strongest driver of overall satisfaction score.Conclusion: Minimizing the time patients spend waiting to see a provider can result in higher overall patient satisfaction scores, regardless of financial status.Keywords: patient satisfaction, quality of care, wait time, ambulatory carehttp://www.dovepress.com/wait-time-as-a-driver-of-overall-patient-satisfaction-in-an-ophthalmol-a14108 |
| spellingShingle | McMullen M Netl PA Wait time as a driver of overall patient satisfaction in an ophthalmology clinic Clinical Ophthalmology |
| title | Wait time as a driver of overall patient satisfaction in an ophthalmology clinic |
| title_full | Wait time as a driver of overall patient satisfaction in an ophthalmology clinic |
| title_fullStr | Wait time as a driver of overall patient satisfaction in an ophthalmology clinic |
| title_full_unstemmed | Wait time as a driver of overall patient satisfaction in an ophthalmology clinic |
| title_short | Wait time as a driver of overall patient satisfaction in an ophthalmology clinic |
| title_sort | wait time as a driver of overall patient satisfaction in an ophthalmology clinic |
| url | http://www.dovepress.com/wait-time-as-a-driver-of-overall-patient-satisfaction-in-an-ophthalmol-a14108 |
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